Telecom - Resolving Common Problems with Avaya Workplace

Problem

For customers who are using the Avaya Workplace application and are having issues receiving calls, or having constant messages of "Lost connection to the server", this guide shows how to pull down the application configuration updates.

All users can use Resolution 1 as a first step troubleshooting step.

Resolution 2 should ONLY BE USED If a customer is stating that they can't see the Agent Login (Customer Service) button.  There is no other reason to use this resolution.  

Environment

Avaya Workplace

Resolution 1

1. Click on the Gear icon to get to the settings menu
   Screenshot

   

2. Click on the services Tab, then click on Auto Configure
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3. Click on Use My Email
4. Enter an email address that ends with @msu.edu.

The application will download configuration and application updates and re launch. It may take up to 30 seconds for the service to reconnect.

Resolution 2

1. Click on the Gear icon to get to the settings menu
   Screenshot

   

2. Click on the services Tab, then click on Auto Configure
   Screenshot

   

3. Click on Use a Web Address
4. Enter the following address - https://www.telecom.msu.edu/46xxsettings-agent.txt

The application will download configuration and application updates and re launch. It may take up to 30 seconds for the service to reconnect.

Cause

Incorrect configuration items can cause many different problems.